Customer Success Manager - Remote

Overview

The aPriori Customer Success Manager is responsible for ensuring customer success and delivery of desired outcomes through day-to-day management of client engagement services and solution implementations. They provide success management, business consulting, and process change assessment during the implementation and deployment of aPriori’s software. A key role of the Customer Success Manager is to foster customer loyalty by ensuring that our customers can successfully realize the value of our solutions and services. The measurement of success in this role is the continued renewal of customers’ existing software subscription and the identification of expansion opportunities for additional software and services.

In Short

• Management of multiple customer implementations inclusive of all Professional Services activities needed for a successful deployment.
• Commercial ownership on Retain designated accounts and responsibility for the contract renewal strategy and execution.
• Work with Sales Directors and client executive sponsors to understand and communicate customer needs and develop the Customer Success Plan.
• Act as the primary aPriori resource for communication of project status to internal and external stakeholders.
• Serve as the first point of escalation for project issues.
• Manage and build relationship with executive sponsor and project team.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

Requirements

• Comfort interacting with and tailoring messaging to all levels of customer resources (executive through individual contributor).
• Demonstrated ability to assess customer needs, develop a project scope and successfully execute.
• Demonstrated ability to identify risks that may impact the success of the project and determine appropriate mitigating actions.
• Strong written and oral communication skills.
• Strong project management skills.
• Willingness to travel up to 20% of the time.

Benefits

• A team environment where your experience is valued, your voice is heard, and the work that you do makes an impact for our customers and employees.
• Competitive compensation in a dynamic, growing innovative environment.
• A competitive benefits package which includes medical, dental, and vision for employees and their dependents, life, disability, flexible spending accounts, 401k match, career-growth opportunities, flexible time, and paid time off benefits.
• Opportunities for education, training, and wellness programs.
• Positive work culture with employee-friendly policies.
• Additional day off each quarter known as “aPriori Day”.